Making a Complaint

If you have to make a complaint about goods or a service you've recieved, don't worry - most traders will try hard to deal with it properly. Remember, the law may well be on your side if you have good cause for complaint - so don't give up.

In some cases it might be necessary to go to court - this is not as difficult or as alarming as it sounds, and sometimes just the threat of legal action is enough to resolve matters.  More often than not, however, things will never get this far and quite often, just by pointing out the problem may be enough to get it all sorted out.

Complaining about goods

If you've bought something, got it home and found it just not upto scratch, go back to the shop as soon as possible. It's useful to have a receipt or other proof of purchase to take with you. Explain what the problem is, say what you want done about it and set a deadline.

If you're still not satisfied put your complaint in writing. If the shop is part of a chain write to the head office. Address your letter to the customer services manager.

If none of this works, get further advice from your Cheshire Trading Standards (external link) or consider whether you want to go to court

Complaining about a service

Give the supplier a chance to put the matter right. If you're not satisfied put your complaint in writing, saying what you want done and set a deadline. If you're dealing with a large business address your letter to the customer services manager or company chairman/woman.

Consider withholding any further money until the problem has been sorted out, but check the small print of any contract you've signed.

Be careful about with holding payments if you have a credit agreement. If you stop paying, it could affect your credit rating and so your chances of getting credit in the future. Continuing to pay will not undermine any claim you have against the lender for any unsatisfactory service by a supplier. You might want to take advice on this.

Complaining on the phone

If you complain on the telephone:

• make a note of what you want to say
• have receipts and any other documents handy
• get the name of the person you speak to 
• note the date and time and what is said
• follow up your call with a letter, particularly if your complaint is serious.

Complaining in writing 

If you complain in writing:

• describe the item or service you bought
• say where and when you bought the item or when the service was done and how much it cost
• explain what is wrong, any action you've already taken, to whom you spoke and what happened 
• say what you want done to remedy the situation for example, a refund or repair, or the job done again without charge 
• consider using recorded/special delivery so you can check your letter has been received
• keep copies of any letters you send. Don't send original documents send photocopies.

 

There are a number of websites which can offer advice, and even help you with your complaints.

How to complain.com (external link) not only gives good tips on complaining, they'll also do it for you!

Consumer Complaints (external link)  is a free national online service for consumers to take complaints or request advice from their local Trading Standards Department.

One of the most popular champions of consumer rights is BBC TV's 'Watchdog' (external link) programme, they have a comprehensive website that can answer a lot of your queries, including some useful templates for letters of complaint.